Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Contents
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
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Submitting a Service Request
Using the online TAC Service Request Tool is the fastest way to open S3 and S4
service requests. (S3 and S4 service requests are those in which your network is
minimally impaired or for which you require product information.) After you
describe your situation, the TAC Service Request Tool provides recommended
solutions. If your issue is not resolved using the recommended resources, your
service request is assigned to a Cisco engineer. The TAC Service Request Tool is
located at this URL:
For S1 or S2 service requests, or if you do not have Internet access, contact the
Cisco TAC by telephone. (S1 or S2 service requests are those in which your
production network is down or severely degraded.) Cisco engineers are assigned
immediately to S1 and S2 service requests to help keep your business operations
running smoothly.
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411
To open a service request by telephone, use one of the following numbers:
Asia-Pacific: +61 2 8446 7411
Australia: 1 800 805 227
EMEA: +32 2 704 55 55
USA: 1 800 553 2447
For a complete list of Cisco TAC contacts, go to this URL:
For a complete list of Cisco TAC contacts, go to this URL:
Definitions of Service Request Severity
To ensure that all service requests are reported in a standard format, Cisco has
established severity definitions.
Severity 1 (S1)—An existing network is “down” or there is a critical impact to your
Severity 1 (S1)—An existing network is “down” or there is a critical impact to your
business operations. You and Cisco will commit all necessary resources around the
clock to resolve the situation.
Severity 2 (S2)—Operation of an existing network is severely degraded, or
Severity 2 (S2)—Operation of an existing network is severely degraded, or
significant aspects of your business operations are negatively affected by
inadequate performance of Cisco products. You and Cisco will commit full-time
resources during normal business hours to resolve the situation.
Severity 3 (S3)—Operational performance of the network is impaired while most
Severity 3 (S3)—Operational performance of the network is impaired while most
business operations remain functional. You and Cisco will commit resources during
normal business hours to restore service to satisfactory levels.
Severity 4 (S4)—You require information or assistance with Cisco product
Severity 4 (S4)—You require information or assistance with Cisco product
capabilities, installation, or configuration. There is little or no effect on your
business operations.